Highlighted
asimplelife
1 Nickel

XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

Sorry if I have missed it - but I can't seem to find a post with the same problem.
I've bought 4 of these XPS 12's now and this is the only 1 with the problem.

This laptop was initially experiencing many problems, including this problem. It was eventually diagnosed with faulty memory. So motherboard has just been replaced which fixed all the other issues except this.

If laptop is turned on – and I plug the charger in – the screen brightens – but everything freezes - mouse keyboard everything – and it doesn't indicate it is charging - if I unplug the charger it immediately un-freezes.
Sometimes if I remove the charger – then plug it back in – problem is resolved.
Other times that doesn't work – so I remove the charger and shut it down – then restart it and problem is resolved.
If I start the laptop with the charger plugged in I never have the problem.
It is not happening every time at the moment – but it was happening every time until I recently had the motherboard replaced due to faulty memory - I watched the tech do this but can't remember now if the charging port is part of the motherboard or part of the chassis? - if it was part of the chassis I could see how this could be where the fault lies.

I have tried it with 2 different genuine dell chargers but the same problem.
The bios recognises both chargers.

I have also upgraded from Windows 8 to Windows 10 with no improvement.

And I upgraded the bios to the latest A08 with no improvement.

I intend to contact Dell support again to troubleshoot this. However this is a friends laptop and they use it for business purposes so I will have to take time off my work to go to his work and then phone Dell from there. So I was trying to narrow down the possible causes as much as possible before I contact Dell. My gut feel would say it is a motherboard issue. But the chances of 2 separate motherboards having the same problem seems unlikely. Same thing with the chargers. Thanks for any assistance. I love these little laptops but they seem to have their issues Smiley Sad

33 Replies
GopiKori
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

Hi,

Is your problem solved? If solved, what was the fix?

I am facing similar issue with my Dell XPS12 and dell support is trying to resolve same with no success yet. 

Here are the problems I see -

1] Machine freezes on inserting or removing power cord while in Windows as well as in Linux. Sometimes same behavior is seen while in bios as well. Only a hard reboot brings machine back to life.
2] Machine freezes on pressing fn+fX (multimedia keys) in Windows as well as in Linux and in bios as well.
3] The keyboard backlight is always on no matter whether in windows, linux or bios. There is no way the backlight can be turned off. Even if I convert the laptop to Tablet mode, the keyboard backlight still remains on.
4] The volume up, down keys near the audio socket on the edge are not working. Same behavior is observed in Windows as well as Linux.
Issues 2,3 and 4 occur irrespective of laptop running on ac power or battery
So far, in attempt to fix this, the keyboard is replaced twice, power adapter is replaced, Motherboard is replaced with no success Smiley Sad
Thanks,
Gopi Kori
0 Kudos
asimplelife
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

No sorry Gopi. As you can see from this thread I have had no response. It sounds like we have the same issue. I have not tried your numbers 2 or 4 but will when I can. But I do have issues 1 and 3. It does not happen all the time. I had the power adapter replaced with no improvement. I also had the motherboard replaced and the problem seems to be less frequent but that could just be my imagination.

While I have a Dell XPS 12 the problem one is not mine, it is a friends that I don't see often, so I can't easily test it again, but hope to do so over the next few weeks. I actually bought 2 of these refurbished from the Dell Outlet and they both needed a technician. My first friend reported this problem all the time so I swapped units and they are now happy. I noticed the problem intermittently while I briefly used the unit and had the motherboard replaced. My 2nd friend has not reported the problem to me but they are a less heavy user and possibly always plug the charger in while booting. I need to see my friend and check again and will post back here the results when I do.

At the time I could not find any other posts about this. I can only assume it is a rare problem. The conclusion I had come to is it must be related to the actual power adapter socket in the chassis? But that would have to mean it is not part of the motherboard? If it is separate then I am then not sure if it is a replaceable part or if Dell would replace the chassis? If it is part of the motherboard, then after replacing the motherboard, I have no idea any more because how could you get a rare problem with 2 separate motherboards? Being a refurbished unit I can only assume this problem has existed from the very beginning and is why it was originally returned to Dell? Although the unit did have other problems that were caused by faulty memory.

Good luck with a solution. I will post back if I find out any more. I too feel like  Smiley Sad

0 Kudos
GopiKori
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

@asimplelife,

Thank you for the response!

My XPS12 is now almost 3 years old and was working perfectly fine until end of 2015 and then suddenly all of these 4 issues surfaced. All issues I see are not intermittent. Those are consistently reproducible at all times.

Dell support has escalated the issue to higher level and I am hoping they find a solution. I will update if the problem is solved.

Thanks,
Gopi Kori

0 Kudos
asimplelife
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

I have just had some feedback from 2 separate posters on another forum where I had also listed this issue and they have both said that the charging port is a separate component. So if the problem is hardware that would make sense when replacing the motherboard and adapter has not improved things.

One of the posters also mentioned trying a fresh installation of windows to see if that removes the problem - ideally on a different msata ssd - but then that could put the warranty at risk.

0 Kudos
GopiKori
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

And I forgot to mention that, in my case,  the DC power adapter port that you mentioned was also replaced along with the power adapter. That did not help.

I suspect whether windows re-installation will really help, as I see all problems consistently occurring on Ubuntu as well. Moreover its extremely costly affair in terms of time, to backup all data, install windows 8.0, and then upgrade to 8.1 and then to 10 online (this is the only valid install and upgrade path because my laptop came with 8.0) and again make it dual boot after installing Ubuntu plus setting up my work environment. 

0 Kudos
asimplelife
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

I had forgotten that your machine was dual boot windows/ubuntu. As you say that tends to indicate a windows reinstall will not fix the problem. Same with you already having replaced the separate charging port.

0 Kudos
asimplelife
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

Another suggestion I have had is the issue is caused by a faulty in the power circuit on the motherboard. That seems unlikely when I have had the same problem with 2 motherboards - although the second one was refurbished - but this seems to be such a rare problem.

0 Kudos
GopiKori
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

You may be right. Its likely that second motherboard also has the same problem. Its quite possible because of Dell's policy that says the replacement parts provided under warranty are refurbished ones and not brand new.

0 Kudos
solsta
1 Nickel

RE: XPS 12 Freezes when AC Adapter plugged in for Charging

Jump to solution

Hi I have the new xps 15 with the issue of the laptop freezing after putting the adapter back in and also found if I unplugged and plugged in again and used trackpad straight away no issues.I have been working with pro support with little success but found what hopefully is the remedy.The strange thing is the laptop was still working as dell were remotely on it and I tried to replicate the freezing and while my end was 'frozen' the tech got me to type a sentence and when I replugged the adapter to un freeze I could see that he had opened the notepad and there was my sentence so. Very odd.

So far it's been a week and no issue so this fix hopefully has worked for me.

Go to the plan settings and click on advanced. Click the 'change settings unavailable' and then go through 1 by 1 and make all battery and power identical in settings.

If this does not work go to device manager and batteries. Disable the Microsoft ac adapter. If that does not work also uncheck Microsoft ACPI adapter. Still an issue just have the ACPI disabled.

Lastly from what I know to eliminate hardware is disable your cpu.Afraid I am unsure of the process.

Hope this helps.